Owner'sClub &Program Specialist (Embedded Role)

Automotive Owner’s Club | CX Strategy & Loyalty Support

Role Overview

The Owner’s Club Strategy & Program Specialist supports the ongoing development and evolution of a automotive client ’s Owner’s Club program by contributing expertise in loyalty strategy, customer engagement, and Customer Lifetime Value (CLV). This role is an embedded partner to our automotive client’s Owner Engagement team and their agency partners, helping to strengthen the program’s value proposition and identify opportunities for enhancement. While this position includes coordination, its primary value is bringing informed perspective and actionable recommendations—not traditional account management alone.

About the Program

The Owner’s Club is a loyalty and engagement initiative designed to build long-term relationships with owners through exclusive benefits, personalized communications, and curated experiences. The program supports engagement, retention, and an enhanced ownership experience across the lifecycle.

Key Responsibilities

Loyalty Strategy Support & Program Optimization

• Support evolution of the Owner’s Club value proposition to improve engagement and CLV
• Contribute recommendations on program enhancements including benefits and experiences
• Evaluate program effectiveness through a customer-first lens
• Support test-and-learn initiatives to improve performance
• Help define and track program success metrics

Program & Experience Development

• Support development of a cohesive Owner’s Club experience across the lifecycle
• Ensure alignment with customer needs and expectations
• Identify opportunities to enhance the member experience
• Support integration across CRM and digital touchpoints
• Ensure program is fully aligned with the client’s brand

Partnership-Enabled Value (Supporting Capability)

• Provide input on leveraging partnerships to enhance Owner’s Club benefits
• Evaluate partner-driven value opportunities where relevant
• Ensure alignment with customer value and program objectives

Note: This role collaborates with the client’s Partnerships team but focuses on supporting owner value, not managing partnerships.

CRM & Owner’s Club Alignment

• Support alignment between CRM communications and Owner’s Club experiences
• Ensure coordinated engagement across customer touchpoints
• Contribute to defining Owner’s Club role in the customer journey

Cross-Functional Collaboration

• Collaborate with our client’s teams and their agency partners to support alignment
• Contribute insights and recommendations
• Support focus on customer and program outcomes

Program Coordination & Execution Support

• Maintain visibility into workstreams and deliverables
• Participate in working sessions and status meetings
• Support continuity across initiatives

Desired Skills & Experience

Required

• 3–5 years in CRM, loyalty, or lifecycle marketing
• Working knowledge of loyalty programs and customer lifecycle strategy
• Understanding of CLV and retention drivers
• Ability to contribute to customer-centric program development
• Strong collaboration and communication skills

Preferred

• Exposure to loyalty programs with partner-enabled components
• Experience integrating third-party offers into programs
• Experience in automotive or similar industries
• Familiarity with dealer/OEM environments

Core Competencies

• Customer Value Orientation
• Structured Thinking
• Customer-Centric Mindset
• Collaboration
• Curiosity & Initiative
• Attention to Detail

Success in This Role Looks Like

• Contributions that strengthen the Owner’s Club value proposition
• Improved alignment across CRM and program touchpoints
• Identification of opportunities to enhance engagement
• Effective collaboration across teams
• Consistent, structured program support

Who we are looking for:

We are seeking an exceptional and highly strategic Group Director, Marketing Effectiveness & Intelligence to lead our efforts in optimizing marketing performance and driving data-driven decision-making. This pivotal role will be deeply embedded within our client teams, acting as a trusted advisor and strategic partner to unlock the full potential of our marketing investments. The ideal candidate is a proactive self-starter with insatiable curiosity, comfortable navigating complex cross-functional environments, and possesses an extraordinary talent for transforming intricate data and insights into compelling narratives for C-Suite executives. You will be instrumental in shaping our marketing strategy by ensuring all efforts are measurable, optimized, and aligned with overarching business goals.

What You’ll Do:

• • Strategic Partnership & Client Embedding:
  • Serve as the primary strategic partner for assigned client teams, fully embedded within their operations to intimately understand their business objectives, challenges, and marketing strategies from the ground up.
  • Proactively identify opportunities for marketing optimization, efficiency gains, and incremental growth through rigorous data analysis and strategic insights.
  • Foster strong relationships with marketing leaders and other key stakeholders within the client team, building trust and influencing strategic direction.
  • Marketing Performance Analysis & Measurement:
  • Evangelize and implement measurement hierarchy frameworks, KPIs, and attribution models to assess the effectiveness and ROI of all marketing activities across various channels (e.g., digital, traditional, content, brand).
  • Utilize advanced analytical techniques and tools to deeply analyze marketing performance data, identifying trends, correlations, causal relationships, and future opportunities.
  • Oversee the generation of regular performance reports, dashboards, and ad-hoc analyses, ensuring accuracy, relevance, and actionability for all levels of stakeholders.
  • Insights Generation & Narrative Development:
  • Translate complex data sets and analytical findings into clear, concise, and compelling strategic insights that drive actionable recommendations.
  • Expertly craft and deliver data and insights narratives to C-Suite executives and senior leadership, simplifying complexity and demonstrating tangible business impact to influence critical strategic decisions, budget allocations, and long-term strategy.
  • Develop visually impactful presentations and storytelling techniques that resonate with diverse audiences, from technical teams to executive boards.
  • Cross-Functional Collaboration & Leadership:
  • Confidently collaborate and influence across diverse cross-functional teams, including Marketing, Sales, Product, Finance, and Data Science, fostering a culture of data-driven decision-making and shared accountability.
  • Champion the use of marketing effectiveness insights to inform budget allocation, campaign optimization, audience targeting, and overall marketing strategy.
  • Potentially mentor and guide junior team members within the ME&I department, fostering a culture of continuous learning, analytical excellence, and professional growth.
  • Innovation & Continuous Improvement:
  • Stay abreast of industry best practices, emerging technologies, and advancements in marketing analytics, measurement, and effectiveness methodologies (e.g., AI/ML applications in marketing).
  • Lead initiatives to improve data quality, infrastructure, and analytical processes, ensuring scalability and reliability.

   

  What you'll need:

  • Bachelor's degree in Marketing, Business, Statistics, Economics, Data Science, or a related quantitative field. Master's degree (MBA, MS) preferred.
  • 10+ years of progressive experience in marketing analytics, marketing effectiveness, business intelligence, or a similar data-intensive role, with at least 3-5 years in a leadership or group director capacity.
  • Demonstrated experience in developing and implementing comprehensive marketing measurement frameworks, including multi-touch attribution modeling, ROI analysis, MMM (Marketing Mix Modeling), and LTV (Customer Lifetime Value) calculations.
  • Proven ability to operate as a highly effective self-starter, taking initiative, proactively identifying problems, and driving projects independently from conception to completion with minimal oversight.
  • Exceptional analytical and problem-solving skills, with a strong ability to interpret complex data, identify key insights, and formulate actionable, strategic recommendations.
  • A high degree of curiosity, a natural inclination to ask "why," and a passion for uncovering deep insights that drive significant business growth and innovation.
  • Proficiency with advanced analytics tools and platforms (e.g., SQL, Python/R for statistical analysis, Google Analytics 4, Adobe Analytics, marketing automation platforms, CRM data like Salesforce, CDP experience).
  • Expertise in data visualization tools (e.g., Tableau, Power BI, Looker Studio) for creating impactful, executive-level dashboards and reports.
  • Superior communication, presentation, and storytelling skills, with a proven track record of successfully influencing, engaging, and gaining buy-in from C-Suite and senior executive stakeholders.
  • Strong understanding of various marketing channels (digital, social, offline, email, content), their respective strategies, and measurement challenges.

   

  Desired Skills & Attributes:

  • Experience in a client-facing or internal consultancy role, demonstrating exceptional stakeholder management, negotiation, and advisory skills.
  • Deep understanding of statistical modeling, machine learning concepts, and their practical application to solve complex marketing challenges.
  • Ability to thrive in a fast-paced, dynamic, and often ambiguous environment, adapting quickly to changing priorities and new challenges.
  • A truly collaborative spirit with a strong ability to build trust, foster positive relationships, and work effectively across diverse functional teams and levels of the organization.
  • Strategic thinker with the innate ability to connect granular, detailed analysis to broader business objectives and organizational goals.

Managing Director CBL (Transformation Lead)

Position Summary: The Transformation Lead is a critical role in spearheading the management of strategic transformation projects across the marketing organization of a key client in the automotive category. The primary responsibility of this embedded role is driving a culture and program of consistent change management across the client’s organization including, process optimization and the adoption of new marketing best practices, data and technologies to enhance organizational impact through efficiency and effectiveness, utilizing our client’s size and agility as competitive advantage. The Transformation Lead will advise and collaborate closely with cross-functional teams, senior leadership, and partner stakeholders to deliver tangible, sustainable results that align with our client's long-term strategic objectives.

Key Responsibilities:

• Change Management: Paramount to this role is the ability to develop and implement robust change management strategies, frameworks, communication and measurement plans to facilitate smooth transitions, minimize resistance, and maximize user adoption of new processes and systems.
• Strategic Project Leadership: Lead and manage end-to-end change management initiatives, including project planning, execution, monitoring, and closure of request; ensuring alignment with organizational goals and timelines.
• Continuous Improvement: Identify, analyze, and diagnose current state operational inefficiencies. Design and propose innovative, data-driven solutions to optimize business processes, workflows, and organizational structures.
• Build a Culture of Change Leadership: Build strong relationships and collaborate effectively with diverse stakeholders across departments, including senior leadership, department heads, and project teams, to gather requirements, manage expectations, and ensure project success.
• Education and Collaboration: Design and facilitate engaging workshops, brainstorming sessions, and meetings to foster collaboration, align teams, and drive problem-solving.
• Performance Monitoring & Reporting: Define key performance indicators (KPIs), track project progress, assess impact, and prepare regular reports and presentations for executive leadership, highlighting achievements, risks, and mitigation strategies.
• Risk Management: Proactively identify potential risks and challenges within transformation projects and develop contingency plans to ensure successful project delivery.
• Commercial Management: Work with commercial, legal and financial leads to lay the foundation for transformation at the commercial level for awareness and planning support.

Role Requirements:

• A minimum of 7 years of progressive experience in managing integrated marketing and change management programs, program management, consulting, corporate strategy, business transformation, or a similar role within a large, complex organization. Experience in the automotive industry is a significant asset.
• Demonstrated success in leading and managing large-scale organizational change initiatives and strategic projects from inception to successful completion.
• Experience in developing and executing effective change management strategies
• Exceptional analytical, problem-solving, and critical thinking skills, with the ability to synthesize complex information and provide clear recommendations.
• Strong understanding of project management methodologies and experience with relevant project management tools.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and persuade stakeholders at all levels of the organization.
• Ability to operate effectively in a dynamic, fast-paced environment, managing multiple priorities and adapting to evolving business needs.

Desired Skills and Experiences:

• Experience with full marketing transformation initiatives, including the implementation of new technologies, automation, and data analytics solutions.
• Proficiency in project management and collaboration tools.
• Demonstrated ability to influence via consensus building across cross-functional teams and senior leadership. 
• A proactive, results-oriented mindset with a strong bias for action and a commitment to continuous improvement.
• Strong financial acumen and understanding of business drivers.
• A passion for the automotive industry and our client's brand values.

Additional Details:

This Transformation Lead role is integral to achieving our client's strategic vision, offering a unique opportunity to significantly impact our operational efficiency, drive innovation, and contribute directly to the company's growth and competitive positioning in the market. The successful candidate will be a catalyst for change, helping to shape the future of our organization. We offer a dynamic work environment, opportunities for professional development, and the chance to be part of a passionate team committed to excellence.

Who we are looking for:

VML is seeking an Account Director to support one of our largest global clients in the automotive sector. This role will be based in our Playa Vista office in a hybrid workstyle. The Account Director is responsible for the overall management, growth, and profitability for the account and represents the agency at the client level. This senior account leader will directly supervise a growing account team, providing support, guidance, and translating client business needs into clear agency action across functions.

This role will lead senior day-to-day client relationships, drive delivery excellence across an expanding scope (including creative, strategy, social, and CRM), and help evolve a modern operating model that embraces AI-enabled ways of working to increase speed and scale. The role reports to the Managing Director, Account Management. The Account Director will also seek growth opportunities and may support new business pitches and pitch preparation as needed.

What you’ll do:

• Lead | Work with clients to uncover business needs and objectives, develop appropriate strategies, and identify solutions to help achieve client goals. Provide account team leadership, and conveys specific requirements for multi-functional support to the appropriate functional management on a timely basis. Partner with cross-functional teams within the agency to define and influence the client’s requirements in order to execute existing business needs and secure organic client growth.
• Drive Impact | Innately understand client’s business and generate solutions to enhance client performance through innovative strategies levering WPP’s proprietary AI software platforms and tools. Deliver key presentations to small and large groups within the client organization, often showcasing  AI asset generation and delivery, market performance, and strategic direction. Lead quarterly agency review meetings. As needed, meet onsite with the client to develop strategy, present concepts, and manage performance.
• Collaborate | Monitor workflow across account team to ensure efficient delegation of projects. Manage the overall client profitability ensuring responsible financial management and delivery of account profit expectations. Work closely with the PMO and Campaign Strategy to ensure delivery of all campaigns, ensuring robust product launch integration. Oversee team members, providing guidance and fostering growth.

Who you are:

A builder | Entrepreneurial attitude couple with a strong business acumen. Ability and appetite to bring people together. Innate ability to marshal people and create gravity around ideas.

Open and collaborative | Our team is close-knit and supportive and we’re working with a lot of unknowns – you must champion of team environments that are comfortable and encouraging.

Optimistic and resilient | Dig in and figure out how to work around problems. Yes and why not posture. Takes care of self and team. Balance needed to maintain stamina and positivity.

Ego-less | We all wear the hats that need wearing, it’s a mentality that makes the team successful.

What you’ll need:

• 8-10+ years of experience in account leadership within an advertising agency environment, with automotive category experience a huge plus.
• Demonstrated experience with modern, technology-enabled delivery models, including applying AI tools to scale output efficiently.
• Successful track record of client relationship development and service, particularly with large, multi-layered clients.
• Experience working with cross-functional teams spanning across strategy, creative, production, and project management.
• Proficiency in Microsoft Suite as well as delivery systems and project management methodologies specific to product life cycle and strategy.
• An ability to adapt and thrive in fast-paced environments where priorities shift and speed matters.
• Strong interpersonal communication skills, with an outgoing and strategic approach working within layered team structures.
• Strong people leadership skills with the ability to develop junior talent and build team cohesion during rapid growth.
• Open to travel as needed for content shoots and client visits.

Role Summary: This role is responsible for leveraging deep analytical insights into customer behavior across the various defined core audiences and their comprehensive and differentiated journeys, to strategically manage, analyze and optimize the orchestration across the journeys, as well as the personalization of the touchpoints across those experiences that drive engagement, satisfaction, and ultimately, business growth. This role bridges the gap between raw data and actionable customer-centric strategies.

Key Responsibilities:

1. Customer Journey Mapping Management:

• Journey Map Maintenance:Owner of governance and maintenance of the customer journeys for the core audiences across the various management platforms (EG: CDP, AJO, Journey Builder) and key touchpoints (website, email, app, social, ads, customer service, product usage).
• Identification of Key Moments & Pain Points:Utilize a data-driven approach to pinpointing critical decision points, moments of delight, and areas of friction or abandonment within the customer journey using data.
• Behavioral Optimization:Management and refinement of customer journeys based on behavioral patterns, demographics, psychographics, and lifecycle stage derived from journey data.

1. Advanced Analytics & Insights:

• Data Oversight & Governance:Oversee the strategy and management of the types and sources of data from various sources (CRM, CDP, web analytics, marketing automation, product analytics) that will be utilized to inform and manage a unified customer view across the journey for the core audiences.
• Deep Dive Analysis:Conduct quantitative and qualitative analysis to uncover trends, anomalies, and opportunities within customer journeys. Utilize techniques like funnel analysis, path analysis, churn prediction, and lifetime value modeling.
• KPI Definition & Reporting:Define key performance indicators (KPIs) related to journey effectiveness and personalization impact, grounded in impact to the business. Define and monitor dashboards and reports to track performance, communicate insights, and demonstrate ROI.
• Predictive Modeling:Collaborate with data science teams (if applicable) to develop predictive models that anticipate customer needs, propensity to purchase, churn risk, or next best action.

1. Personalization Strategy & Execution:

• Personalization Roadmap:Develop and manage a strategic roadmap for personalization initiatives across all relevant channels and journey stages.
• Content & Offer Personalization:Guide the creation and delivery of personalized content, product recommendations, offers, and messaging based on real-time and historical customer data.
• Experimentation and Incrementality Tests:Design, execute, and analyze A/B and multivariate tests to continuously optimize personalized experiences and improve journey effectiveness.
• Dynamic Journey Orchestration:Work with marketing automation and personalization platform owners to manage dynamic, data-driven journeys that adapt in real-time to customer actions and preferences.

1. Technology & Data Governance:

• MarTech Stack Expertise:Act as a subject matter expert for in defining the needs of the business across customer journey analytics and personalization platforms (e.g., CDPs, marketing automation, personalization engines, web analytics tools).
• Data Quality & Compliance:Ensure data quality, integrity, and compliance with data privacy regulations (e.g., GDPR, CCPA) within all customer journey and personalization efforts.

1. Cross-Functional Collaboration & Evangelism:

• Strategic Partnerships:Collaborate closely across capabilities, functional departments and channel owners to ensure a consistent, integrated, and personalized customer experience across all touchpoints.
• Stakeholder Education:Ongoing education of internal stakeholders on improvement and learnings within customer journey analytics and personalization, and the impacts on the overall business.
• Coordinated Orchestration: Act as a central liaison, fostering strong relationships and alignment across departments to ensure a unified approach to customer experience.

1. Business Transformation & Strategic Contribution:

• Contribute significantly to the broader business transformation efforts by championing a customer-centric mindset and integrating journey insights into strategic planning.
• Identify emerging customer needs and market trends to proactively evolve our customer journey strategies.

Essential Skills & Qualifications:

• Analytical Prowess: Expert-level skills in data analysis, interpretation, and visualization. Proficiency with analytics tools (Google Analytics, Adobe Suite, SFMC etc.).
• Data Management: Breadth and depth across data types and sources within martech/adtech that would be valuable to audience development, journey management and personalization strategies.
• Marketing Technology: Deep understanding and hands-on experience with the Adobe stack (AEM + AEP) and CRM (Salesforce)
• Strategic Thinking: Ability to translate complex data into actionable strategies and a clear vision for personalized customer experiences.
• Customer Empathy: A genuine understanding of customer needs, motivations, and pain points.
• Communication & Storytelling: Excellent written and verbal communication skills, with the ability to present complex analytical findings to non-technical stakeholders in a compelling and actionable way.
• Project Management: Ability to manage multiple projects, prioritize tasks, and drive initiatives to completion.
• Experimentation Mindset: A strong understanding of A/B testing methodologies and a commitment to iterative optimization.
• Impact Orientation: Able to balance the need for customer experience with the needs of the business to ensure that Journey Management and Personalization strategies are implemented both efficiently and effectively for the business.

.

Who we are looking for:

VML/Passport Brand Design is looking for a Project Manager with a breadth and depth of expertise to champion omnichannel work across multiple workstreams with a focus on the customer at the center. This is an exciting opportunity to lead the delivery of innovative solutions bringing together creative, data and technology across the entire customer journey.

To be successful in this role, you must possess agency experience in both digital and integrated marketing, building digital experiences and creating compelling content. CRM experience is very helpful but not required. You must have a strong creative sensibility, a genuine interest in user-centered design, and a hands-on understanding of content production for all channels.  

In this role, you will be responsible for leading talented teams to understand client needs, market forces and consumer sentiments to deliver effective solutions. You will be accountable for ensuring all project deliverables are of high-quality, completed on time and on budget, and are aligned with the brand’s goals. You must have the ability to maintain the broad vision required for executing a project, including strategic thinking and leadership from beginning to end, as well as the talent for overseeing all the small details that add up to fulfilling our commitment to client satisfaction and project requirements. The ideal candidate will be an innovator who is excited to roll up their sleeves and get into the details to build processes that drive business.

What you'll do:

• Work | Deliver work that is excellent, on time, on budget AND goes beyond the brief. You will be responsible for setting up plans and processes that drive projects forward and ensure successful delivery with high client satisfaction.
• People | Motivate, direct and challenge teams to produce great work. You will be responsible for establishing and managing cross-functional teams across different locations that are collaborative, efficient and high-functioning.
• Process | Establish and manage program communication and process. You will be responsible for setting up appropriate structure and tools to ensure successful collaboration and engagement across agency and client teams.
• Financials | Responsible for project estimation, planning and profitability. You will be responsible for building detailed project plans; managing resource allocations; and reporting on project status, burn rates, budgets and reconciliations to agency and client stakeholders.

Who you are: 

• A builder | Process-oriented and an innovator with a strong point of view and distinct voice. Ability and appetite to create and bring people together and inspire solutions.
• Optimistic, open and collaborative | Our team is close-knit and supportive and we’re working with a lot of unknowns – you must be an advocate of environments that are comfortable with ambiguity, positive and encourage collaboration.
• Ego-less | We all wear the hats that need wearing, it’s a mentality that makes the team successful.

What you'll need:

• 2+ years of hands-on project leadership experience in advertising or marketing communications in a client-facing role, ideally at a creative agency or similar.
• Proven track record in driving creative solutions and digital content creation.
• Knowledge of social and mobile content creation and requirements for different channels.
• Customer experience and journey mapping, e-commerce, retail and consumer brand marketing experience are highly desired. Good understanding of emerging web standards, user-centered design (UX/UI), optimization and search practices.
• Experience working on large-scale integrated, omnichannel programs with multiple parallel work streams and diverse teams (UX, Tech, Strategy, Creative, Account, Research and Data) across remote offices.
• High EQ and the ability to read what a team needs to help motivate them.
• Self-motivated and driven to build and create great work.